Error messages

Every error says what happened and what to do next. This page lists them in four places: in the app, in a call’s details, from the API, and the lines the agent says to callers.

In the app

An error shows a short title and a sentence below it. Some also have a button that takes you to the fix:

Button	Where it goes
Add a provider key	Settings → AI & voice providers. See Use your own provider keys.
Open Billing	Settings → Billing. See Add credit and read your bill.
Contact 360	An email to 360 support, with your request already filled in.

Messages you may see

Title	What it means	What to do
Out of credit	The prepaid balance has run out, so new calls are paused.	Ask 360 to add credit. See When the balance runs out.
Monthly budget reached	The postpaid budget for this month is used up, so new calls are paused.	Ask 360 Finance to raise the limit.
Daily limit reached	Today’s allowance for test calls, test chats, simulated calls or AI drafts is used up.	Wait for the reset at midnight UTC, or ask 360 to raise it. See Usage limits.
Hourly limit reached	You’ve used your AI drafts for this hour.	Wait for the reset on the hour.
Too many simulations at once	2 simulations are already running.	Wait for one to finish.
Too many previews	Your organisation made 30 voice samples in the last 10 minutes.	Try again in a few minutes.
Changed since you loaded it	Someone else saved the agent, or changed what’s on its lines, after you opened it.	Reload, then make your change again.
Pathway can’t be published	The pathway has problems.	Fix the issues shown in the pathway, then publish again.
Agent in use	You tried to delete the agent that answers your organisation’s calls.	Choose another agent first.
Not published	The agent has no version on that line yet.	Publish it first.
Voice not available	This voice’s provider needs your own key.	Add a key, or pick another voice.
No preview / Preview failed	The voice sample couldn’t be made.	Try again, or pick another voice.
AI provider out of credit	An AI provider’s quota is used up, so the test couldn’t run.	Add credit with the provider, or add a provider key.
AI provider key rejected / Key rejected	A provider didn’t accept a key.	Check the key in Settings → AI & voice providers.
Decision model unavailable	The model that runs custom checks can’t answer right now. On calls, the agent follows the check from its instructions instead.	Try again later.
Recording unavailable	The call has no recording to play. The sentence says why: for example, test calls are recorded only while Record calls is on, and phone recordings need a connected Twilio account.	See If there’s no recording.
Telephony not configured	No outbound line is set up.	An Owner or Admin can connect one, or ask 360.
Connect your Twilio account first	This needs your own Twilio account.	Enter your Twilio Account SID and auth token first.
Twilio rejected these credentials	Twilio didn’t accept the Account SID and token.	Check them in the Twilio console.
Salesforce isn’t connected	The agent uses Salesforce, but your organisation isn’t connected.	Connect Salesforce.
Number is on the do-not-call list	The number asked not to be called, or someone added it.	Don’t call it. See Keep a do-not-call list.
Already on the list	The number is already on the do-not-call list.	Nothing to do.
Number already added	The phone number is already in use.	Check Numbers.
Knowledge base in use	Agents still use it, so it can’t be deleted.	Remove it from those agents first.
Validation failed	A field needs fixing, for example a file that isn’t a PDF, DOCX, TXT, MD or CSV, or is over 20 MB.	Fix the highlighted field.
Still replying	The test chat is still answering your last message.	Wait for the reply.
Call still running	You asked for an AI review of a call that hasn’t ended.	Ask again once it ends.
Too many keys / Too many webhooks	Your organisation has 50 API keys or 20 webhook endpoints.	Revoke or remove ones you don’t use.
Feature not enabled	This feature isn’t on for your organisation.	Ask 360 support to turn it on.
Organisation suspended	Changes and calls are paused.	Contact 360.
Organisation deleted	The organisation is scheduled for deletion.	An Owner can restore it within 30 days.
Too late to restore	The 30 days to restore a deleted organisation have passed, and its data is gone.	Contact 360.
Protected organisation	The organisation is protected, so it can’t be deleted.	A 360 Super Admin has to remove the protection first.
Forbidden	Your role can’t do this.	Ask an Owner or Admin, or see who can do what.
Something went wrong on our side	An unexpected error.	Try again. If it keeps happening, contact 360 support.

Browser and connection problems

Title	What to do
Microphone blocked	Allow microphone access for this site in your browser, then start the test again.
No microphone found	Connect a microphone or pick another input device, then try again.
Microphone in use	Another app is using the microphone. Close it and try again.
Couldn’t connect the call	The voice connection failed. Check your network (some office firewalls block it) and try again.
Can’t reach the platform	Check your internet connection, then try again.
Timed out	The request took too long. Check your connection and try again.

When an error has no message of its own, the app shows one by type, such as Signed out, No access, Not found, Changed elsewhere, Too large, Some fields need attention, Too many requests or Service unavailable.

In a call’s details

When a call ends because of an AI failure, its details say “The call ended early:” and the reason:

Reason	What to do
The AI provider’s usage quota is used up. Add credit, or add a provider key (Gemini, OpenAI or Groq) so the platform can use it directly.	Add credit or a provider key.
An AI provider rejected its key: check Settings → Provider keys.	Fix or replace the key.
An AI provider stopped answering.	Usually brief. If it keeps happening, pick another model.
The AI providers failed during the call.	Check the call’s technical details. If it keeps happening, contact 360.
The call’s agent couldn’t be loaded from the platform.	Contact 360.

When an AI provider fails mid-call, the caller hears an apology before the call ends: see Spoken to callers.

From the API

Errors from the API are JSON with a code, a status, a title and usually a detail. See Errors for the format.

Access

Status	code	Meaning	What to do
401	unauthenticated	No key, or the key is wrong, expired or revoked.	Check the Authorization header, or create a new key.
403	forbidden	The key doesn’t have the permission this needs, or the request came from an address the key doesn’t allow.	Use a key with the right permission, or add the address under Allowed IP addresses.
404	not_found	Nothing with that ID in your organisation, or the wrong organisation ID.	Check the IDs.
403	feature_disabled	The feature isn’t on for your organisation. feature says which.	Ask 360 to turn it on.
403	org_suspended	The organisation is suspended.	Contact 360.
410	org_deleted	The organisation is scheduled for deletion.	An Owner can restore it in the app.

Requests

Status	code	Meaning	What to do
422	validation_failed	Fields are missing or wrong. errors lists them. Also when the body has a field the endpoint doesn’t accept.	Fix the fields.
428	precondition_required	The Idempotency-Key or If-Match header is missing.	Add it.
412	draft_conflict, agent_conflict	The draft, or what’s on the agent’s lines, changed since you read it.	Read it again, reapply your change, send the new ETag.
422	idempotency_key_reused	You reused an Idempotency-Key with a different body.	Use a new key for a new request.
409	conflict	The request clashes with the current state, for example a credential with that name already exists.	Read detail.

Agents and knowledge

Status	code	Meaning	What to do
409	agent_not_published	The agent has no version on that line.	Publish it, or put a version live.
422	pathway_invalid	The pathway has problems, listed in issues.	Fix them, then publish.
409	kb_in_use	Agents still use the knowledge base. usedBy lists them.	Remove it from those agents first.
422	unsupported_file	The file isn’t PDF, DOCX, TXT, MD or CSV.	Convert it.
422	file_too_large	The file is over 20 MB.	Split it.
422	unsafe_url	The website address isn’t allowed, for example it’s private.	Use a public https address.
501	not_supported	Not available yet, such as building a tool from API docs.	Do it another way.

Calls

Status	code	Meaning	What to do
422	destination_not_allowed	Calls to that country aren’t enabled, or the number is premium-rate or shared-cost.	Ask 360 to allow another country.
409	number_on_dnc	The number is on your do-not-call list.	Don’t call it.
409	telephony_not_configured	No outbound line is set up.	Set up telephony, or ask 360.
402	insufficient_balance	The prepaid balance has run out.	Ask 360 to add credit.
402	budget_reached	The postpaid monthly budget is used up.	Ask 360 Finance to raise it.
409	recording_unavailable	The call has no recording. reason says why.	See detail.
502	upstream_unavailable	A service 360 depends on, such as the phone provider, didn’t answer or refused.	Try again in a moment.

Limits

Status	code	Meaning	What to do
429	rate_limited	The key made more than 120 requests a minute, or you started more outbound calls this minute than allowed.	Wait retryAfterSeconds (in the body).
429	concurrency_limit	Too many outbound calls are running at once.	Wait for one to end.
429	usage_limit_reached	A daily or hourly usage limit is used up. Also has limit, used and resetsAt.	Wait for the Retry-After header, or ask 360 to raise it.
409	limit_reached	Too many API keys or webhook endpoints.	Remove ones you don’t use.

Every 429 is rate_limited, concurrency_limit or usage_limit_reached. The titles tell the outbound ones apart: Too many calls per minute (rate_limited) and Too many calls in progress (concurrency_limit). limit_reached is never a 429: it’s the 409 for too many keys or webhooks.

Server

Status	code	Meaning	What to do
500	internal_error	Something went wrong on 360’s side.	Try again. If it keeps happening, contact 360 with the time of the request.
503	upstream_unavailable	A part of the platform is unavailable.	Try again in a moment.

New codes can appear. Handle a code you don’t know by its status: retry 429 and 5xx after a pause, and fix the request for other 4xx.

Spoken to callers

These lines are fixed: you can’t change them.

When	The caller hears
The prepaid balance has run out, or the postpaid budget is used up	“Sorry, this line isn’t taking calls right now. Please try again later. Goodbye.”
The organisation is suspended	“Sorry, this service is temporarily unavailable. Please try again later. Goodbye.”
The organisation is deleted	“Sorry, this service is no longer available. Goodbye.”
An AI provider fails during the call	“Sorry, I’m having technical trouble. Please call back in a little while.”
A pathway step has nowhere to go next	“I’m sorry, I’m not able to help with that on this call. Someone from our team will follow up with you. Goodbye.”
A pathway moves through more than 30 steps in a row without the caller speaking	“I’m sorry, we seem to be going in circles. Someone from our team will follow up with you. Goodbye.”
A pathway can’t tell which way to go from what the caller said	“Sorry, could you tell me a little more so I get this right?”
A tool takes more than about a second	“One moment, please.” See What the agent says while it waits.

After the balance runs out, calls already running get about 30 seconds more before they end.

When a guardrail steps in, the caller hears the line set for that guardrail. See What the caller hears.

When a tool fails

If one of your tools fails during a call, there’s no fixed line. The agent tells the caller briefly, in its own words, and offers another way to help. See If a tool fails.